I tried to set up RT & OTRS for ILS consortia support, but my command line
skills are still at the beginner level, and I ultimately failed at setting
an open source ticketing system up for live production use. OTRS was fairly
easy to set up, but I couldn't clear up the lingering issues to make it
work live. Our tech team was already using ZenDesk, so I ended up getting
added to that system.

As a customer, I really like RT -- our ILS support company uses it, but I
found the setup of it be extremely frustrating. Good luck!

Heather Braum
NExpress Coordinator
Resource Sharing Librarian
Northeast Kansas Library System
[log in to unmask]

"The illiterate of the 21st century will not be those who cannot read
and write, but those who cannot learn, unlearn, and relearn." ~Alvin
Toffler, *Rethinking the Future*




On Wed, Jul 1, 2015 at 1:52 PM, Mike Smorul <[log in to unmask]> wrote:

> We use redmine and purchased a crm/help desk plugin which works really
> nice.
> On Jul 1, 2015 2:50 PM, "Dean W. Armstrong" <[log in to unmask]> wrote:
>
> > We use Bugzilla that we customized to work both in a software development
> > and a helpdesk environment. We've been running it for 13 years.
> >
> >
> > -----Original Message-----
> > From: Code for Libraries [mailto:[log in to unmask]] On Behalf Of
> > Rogan Hamby
> > Sent: Monday, June 08, 2015 4:42 PM
> > To: [log in to unmask]
> > Subject: Re: [CODE4LIB] Hrlpdesk Software
> >
> > I tried out a dozen or so about a year ago when we had a discussion about
> > it and osTicket was my favorite of those I tested.  I was ultimately out
> > voted in favor of a closed source product but that's how it goes......
> >
> > On Monday, June 8, 2015, McCanna, Terran <[log in to unmask]>
> > wrote:
> >
> > > We are preparing to switch from a commercial package (Numara
> > > Footprints) to osTicket. We looked at a number of commercial and open
> > > source products, and we narrowed it down to two open source products
> > > that we liked, osTicket and RT (RequestTracker). We installed both of
> > > those to test them out and all of us preferred osTicket. The features
> > > are similar in both. RT has more add-on modules available so if you
> > > expect to want to do heavy customizations, that might be a better
> > > choice, but osTicket is nicer out of the box and will require less
> > configuration time.
> > >
> > >
> > > Terran McCanna
> > > PINES Program Manager
> > > Georgia Public Library Service
> > > 1800 Century Place, Suite 150
> > > Atlanta, GA 30345
> > > 404-235-7138
> > > [log in to unmask] <javascript:;>
> > >
> > > ----- Original Message -----
> > > From: "Stuart Forrest" <[log in to unmask] <javascript:;>>
> > > To: [log in to unmask] <javascript:;>
> > > Sent: Monday, June 8, 2015 5:28:59 PM
> > > Subject: [CODE4LIB] Hrlpdesk Software
> > >
> > > Hi
> > >
> > > Do any of you use a helpdesk ticket system? What do you use? How do
> > > you get on with it etc? I am particularly interested in open source
> > software.
> > >
> > > Thanks
> > > Stuart
> >
>